Manager - Call Center Operations
Holman Enterprises

Job Info

---

ARI helps companies around the world approach fleet management as an investment that drives business success. Headquartered in Mount Laurel, New Jersey, our people are united by the shared vision that fleet is much more than a collection of vehicles - it's a strategic asset for our clients. With nearly 2 million vehicles managed in North America, the UK and Europe, we help our customers build competitive advantage through business insight, data analysis, and the value of Holman Enterprises' collective automotive competencies.

Principal Purpose of Position:

• Promotes outstanding customer service, facilitates workflow, monitors productivity, and ensures staff compliance with policies and procedures.
• Develops and evolves call center forecasting to position staffing with customer volumes.
• Coordinates and supervises day-to-day workflow in the Command Center, including real-time support of the entire call center team.
• Maintains a calendar of internal events, holidays and new customer implementations for proactive staffing alignment.
• Promotes positive culture and ensures that the staff receives proper training to demonstrate abilities to meet client expectations and ARI standards.
• Monitors Call Center activity to ensure that KPI and production standards are met and maintained.
• Provides coaching to team members for improved performance.
• Creates and implements strategic plans for improved team performance.
• Maintains daily, weekly and monthly reporting of team activity.
• Addresses performance issues as needed.
• Prioritizes work and delegates tasks to ensure proper coverage of functions.
• Oversees and assists in resolving escalated operational and customer service issues.
• Forwards staff suggestions for improvement to other members of the Fleet Management team.
• Promotes teamwork and the cross training of employees.
• Develops and motivates of staff, and ensures that they have the necessary resources to do their job.
• Continually looks for ways to improve the performance of the Call Center by identifying and implementing work efficiencies through process improvement techniques.
• Ensures appropriate escalation of customer service, operational and/or employee problems.
• Monitors attendance of subordinates and ensures accuracy of hours worked.
• Displays expert knowledge in fleet management services.
• Perform all other duties and special projects as assigned.

Job Requirements:

Education and/or Training:

• Bachelor's degree or equivalent combination of education and/or experience.

Relevant Work Experience:

• 5 + years of Call Center Management experience required 200 + seat call center. Multiple location management experience.
• Experience with developing and managing operational budgetary requirements.
• Thorough understanding of Call Center Technologies CTI, IVR, ACD and customer tracking systems.
• Workforce management experience strongly preferred.
• Strong relationship skills; building effective partnerships with internal customers and external clients.
• Strong customer service focus and a demonstrated sense of urgency resolving emerging business issues.
• Ability to persuade and negotiate effective business solutions.

Holman Enterprises provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This job has expired.